Never got device promo credit

[Raven370]

Background: Early August ordered iPhone 15 Pro with a no trade in promo credit of $650 for in store pickup. This was an authorized reseller store which was a mistake as I should have picked a local corporate store instead. Never got notified so I went into the store. They checked and didn’t have the color and told me if I wanted the iPhone color they did have I had to first cancel my order and they would do a new order for me. I cancelled the order right there and then and told them before I signed anything I needed to verify I still had the promo credit. They showed me a printout and in the “Account Summary” section it showed amount of device payment, showed the amount and name of the device promo credit, and showed the device payment with the promo; all were correct. So went home with the new phone. After 2 bills the promo never showed up so I called Verizon and was told that the information about the mistake was entered and I would get a call within 4-5 days. Of course no call came and next bill still no credit. I called Verizon again and the rep told me the system would not allow them to add the credit as it no longer showed up on my account. They said they would set a note to call me back in November to check back with me. I fully expect no such phone call is coming nor do I expect my promo credit to magically appear without me doing something.

 So, what should I do at this point? I don’t think customer service can do anything. Is there some way to get someone higher in the service department who can actually fix this? 

[vzw_customer_support · Accepted solution]

Hi Raven370! Thanks for reaching out here! No need for phones, we can assist you to figure out want is going on with the device promo credit. Please reply to the following private message so we can get into more details.

-Deb

[vzw_customer_support · Accepted solution]

Hi Raven370! Thanks for reaching out here! No need for phones, we can assist you to figure out want is going on with the device promo credit. Please reply to the following private message so we can get into more details.

-Deb

[Raven370]

 Thanks for getting back quickly. What do you need from me to see if you can fix this?

[vzw_customer_support]

Hello Raven370. We wanted to check back with you to see if you still needed assistance with your promotion. 

~Ivone

[Raven370 · Accepted solution]

Just wanted to post that Verizon customer service was able to fix this issue for me. Representative Deb thank you!